Mexico's National Commission for the Protection and Defence of Users of Financial Services (CONDUSEF) renewed Profuturo Afore’s “Commitment to Serving Older Adults” badge, which recognises financial institutions that provide dignified, priority and non-discriminatory service to older customers. CONDUSEF framed the renewal against complaint trends, noting that older adults account for 28% of the complaints it receives, up from 27.2% in 2024 and 28% in 2025, and citing ENSAFI 2023 data showing 33.4% of people aged 65 and over report high levels of financial stress. The renewal followed verification of measures including personalised service, ongoing staff training, accessibility adaptations across more than 50 branches, process simplification through digital tools, segmented information campaigns and permanent continuous-improvement arrangements. CONDUSEF also invited other financial institutions to adopt the standard, reiterating its focus on protecting users who require priority attention.
CONDUSEF 2026-03-04
Mexico's National Commission for the Protection and Defence of Users of Financial Services renews Profuturo Afore recognition for service standards for older adults
Mexico's CONDUSEF renewed Profuturo Afore’s “Commitment to Serving Older Adults” badge for dignified service. The renewal was based on complaint trends and measures like personalized service and accessibility. CONDUSEF urged other financial institutions to adopt similar standards for users needing priority attention.